NICE CXone

Great client's and customer experience

Comments: implementing NICE CXone has been a game-changer for our operations. The comprehensive suite of features has brought all the tools we need under one platform, saving us time and streamlining our processes.

Pros:

wide range of features that cover various aspects of call center management, including call recording, monitoring, reporting, analytics, workforce optimization, and more. This comprehensive suite can streamline operations by providing all the tools needed in one platform.

Cons:

Hard to find any :) It's important to note that experiences with software can vary widely based on individual needs, preferences, and the specific version or configuration of the software being used. To obtain the most accurate and current insights, I recommend you to get in touch with NICE CXone.

Great Product

Pros:

Very easy to use, able to be deployed with little to no issues and it is always kept up to date

Cons:

Tech support can take a little longer to get a case worked when something does come up

Avaya CMS is better

Comments: RTA and reporting functions are so basic and universal that it’s unacceptable when they don’t work.

Pros:

The forecasting functionality was solid.

Cons:

The canned reports were very, very limited Avaya CMS is a much more robust reporting tool. There were also frequent to issues with the RTA functionality; CXOne would show agents in the incorrect agent state. We had a secondary RTA system that would show the agents in the correct state.

NICE CXone, the complete solution

Comments: We have had a positive experience, the solution works seamless and is integrated across all of the products on offer

Pros:

This is a complete cloud solution which enables us to have the latest and greatest solution available

Cons:

The licensing is too restrictive, it would be great to have a reporting tier, where no phone calls are able to be taken

NICE CXone is Super Flexible

Comments: Our current Account Manager with NICE has been a breath of fresh air. He's extremely responsive and provides options to our questions. Shout out to [sensitive content hidden]!

Pros:

Ability to run reports on demand, ACD is robust, and dashboards and supervisor application gives real time views on agent performance.

Cons:

It's on the expensive side. However, you get what you pay for, so the value is certainly there.

Stuff [sensitive content hidden] Thinks

Comments: Pretty darn good, there are dark spot also, but in general good.

Pros:

The ability to do whatever I think of, I can do

Cons:

Troubleshooting the "Carrier Services" is not what I would call "stellar"

Great Service

Pros:

Ease of use! Recording all calls after an easy login

Cons:

We don’t really have issues until a power outage occurs but that is no fault of NICE CXone

The pros and cons of Nice CXone

Pros:

The full suite of features and the constant innovation by Nice are incredible. The platform is very user friendly and I find the UX design to be very intuitive.

Cons:

Tech Support lacks experience to address issues in a timely manner. Quite often they need to defer to back office, "non-customer facing" teams that slows response and resolution time, occasionally by weeks.

Great Platform

Pros:

Ease of use, reporting stack and the support from the TAMs

Cons:

I think QMA could be better regarding plans and reporting.

Makes life easier!

Comments: My overall experience with NICE CXone has been smooth and I appreciate the ease of everything which allows me to have a great day of interacting with customers.

Pros:

I like that NICE CXone is always reliable. There are hardly any issues, and the functionality is simple and easy to navigate.

Cons:

There can be some minor connection issues every now and then, but nothing too intense.

Do your customer care on social media with NICE CXone

Comments: We just seek for a tool for a social media management, so we chose Brand Embassy, after that NICE CXone. I believe that NICE CXone has a lot of addons we can use and could leverage our way of work. Maybe in the future, when we will seek complex omnichannel tool.

Pros:

Data analyticsUser ExperienceRoutingCustomer Management and information

Cons:

In social media customer care we do not see any cons.

How "Nice" of You to Read My "inContact" Review!!

Comments: I am using this platform as a call center management system. Our Service Desk employees all use this and it has made a world of difference on everyone being on the same page and being able to quickly adapt to changes.

Pros:

I most enjoy the ability to utilize the platform how you best see fit. It's very easy to customize to your specific preference and that helps a lot with being organized.

Cons:

I dislike the recurring instances of the platform 'dropping' and me having to restart my computer before being able to sign back in and start working again.

Best Contact Software

Comments: I've been using this software for over 2 years taking inbound and making Outbound calls. The audio quality is the best I've ever used. I'm glad we were able to switch from our previous contact resolution software.

Pros:

What I enjoy most about Nice is that it's pretty easy to use. The distributing feature for multiple agents to use the software handling each call is unbelievable.

Cons:

The biggest challenge I've faced is setting up a new profile w/dashboard etc. After over and hour we were able to have it set up.

NICE Cxone Usage

Pros:

The thing that I really like is that it is used to check my schedule on my work everyday.

Cons:

The thing that I least like about NICE Cxone is the color scheme of the site.

Nice CXone useful for time keeping

Comments: Positive experience for being organized and easier to be followed.

Pros:

Easier navigation, schedule plotting, updated attendance and adherance purposes.

Cons:

None so far. Perfectly created for schedule keeping.

Great Review!

Comments: Nice is a great product.

Pros:

My favorite part about Nice is working with my TAM rep

Cons:

I like everything about Nice. There are no complaints.

Precise Call Management

Comments: My overall experience was great. They have great call recordings, great audio, and most of all you can manage your schedule by yourself.

Pros:

I really liked the feature where we can find our call recordings and timestamps of our activities throughout our shift. It helps agents to keep track of their individual schedules.

Cons:

It's the call toggling for me. Since all agents are queued according to who was available first, agents can toggle to have their queue go down and be at the bottom.

A review for NICE CXone

Comments: We used to use the tool to receive incoming calls from members reaching out to ask for help. Overall, I am happy with using the tool.

Pros:

Its audio recording is perfectly audible, administrators can easily grab call time stamps, and call queues are evenly distributed and with less downtime.

Cons:

Agents can easily toggle and avoid calls.

USERHUB Review - RentPath

Pros:

I work with InContact very intimately from agent facing to back end routing. This software provides a very likable GUI, ease of use, and never fails to deliver quality and overall performance across the board. Being able to truly rely on a contact center solution to deliver as promised is non existent... unless you use InContact. Quality Plans within QM are a life saver! Having our QA team and Supervisors not have to go through calls manually will save us so much time, ultimately allowing us to spend time in other areas that are just as important. We love the Analytics of being able to see sentiment on calls! The accuracy is beyond impressive and is really going to set us ahead of the competition now that we are able to see specific keywords and/or phrases that our agents and our clients are saying. We'd love to be able to report on these key phrases and words to help us grow further! The biggest advantage we were able to gain as an organization was coming from Central with 18,000+ skills and reducing them within USERHUB to 14. This will help us immensely with WFM to be able to forecast accurately knowing that we aren't having to add new queues on a daily basis with the potential of huge error over time.

Cons:

As we have come from Central to USERHUB, there has been a lack in QM Reporting ( only 3 reports ) and we have been challenged with Quality Plans not being able to replace calls if they are not a fit for that form designated to that plan. There is an upcoming release that is slated for our cluster on Oct 10th that will give us that function which is great. There is also no Print function for completed QA's. If the Evaluator made a mistake and the agent acknowledges the QA, there is no way to delete a completed or acknowledged QA which creates headaches for our staff. It would make sense to be able to edit a completed QA outside of an agent challenging it. We have also noticed that same calls can be pulled across different Quality Plans - some may not see this as an issue but we like to QA unique phone calls vs ones that have been already scored by someone else. When doing evaluations through the quality plans, there is no call details to look up within a CRM as an example (disposition,callID,DNIS,ANI) Also in the Evaluation Report, if there is a Yes/No question that is score-able with N/A and N/A is selected on the QA form, the Maximum Score Possible column in that report does not remove the total points for that question, which provides inaccurate scores. Also, it seems that the QA Average that is shown in Performance Monitoring is taking an average of the QA's by the percentage when it should be total sum score column / total sum maximu etcm possible score column.

Call Center software with great functionality

Comments: Before utilizing a call center software we provided our individual teams members phone numbers to the customers. This created multiple issues that were unsustainable as the organization grew. Customer complaints started to rise that we were not reachable via phone, that voicemails were not returned in a timely fashion or at all, and there was no data available to evaluate staffing performance and additional resource requirements. InContact solved the majority of these issues and we are now able to not only evaluate the points above, but also categorize the calls through dispositions used to improve call routings. However, there is no report that actually includes all three disposition fields. Only the primary disposition and the disposition comments are available in canned or custom data reports, the secondary disposition can only be reviewed for each call individually in the contact history report.

Pros:

Our company upgraded to InContact a few years ago from TASKE. As the local system administrator for one of our sites that uses this software, I provide data reports to all teams tailored to their specific needs. The amount of raw data that can be extracted from InContact is enormous and is very helpful for operation and individual performance evaluation and optimization.

Cons:

For our business unit having to transfer calls is not only inefficient, but also not seen as good customer service. There are no easy to use reports available, neither canned nor custom, that would allow simple evaluation of transferred calls that can be reviewed. Additionally, our main business unit running InContact is located in another time zone. Working with InContact Support, there is no way around some time zone issues when setting hours of operations for our local units. When I try to override our normal hours of operations to close the queues for lets say one hour between 2 pm and 3 pm CST, I have to set the end time to 4 pm EST. This would be less confusing if the override wouldn't display the close time incorrectly on my end then, as the notification and countdown will say that it is currently 2 pm and that the business unit is closed for 2 hours until 4 pm.

Clunky software that does the bare minimum.

Comments: Overall it could be a lot better from a user standpoint.

Pros:

It works most of the time. There is not much else to say about what I do like because it is few and far between. Maybe pay more for technological improvements and less for celebrity keynote speakers.

Cons:

Very buggy. We have had the software go down in the past quite a few times and the resolution is not always quick from support. Most of the time they blame our end or something on our end when it is not on our end at all. Just yesterday we had a GLOBAL outage and no way for our business to take calls when we rely on this system. There is no backup or failsafe when there is an outage. There are days that go by where people have continual issues logging in and clearing cache and cookies SHOULD fix, but does not. Sometimes people have to reboot their whole network in order for them to not have issues with incontact(they have no issues with ANY other programs but incontact when this occurs).

Connect with technology's best

Comments: This is an amazing arrangement and plugs in impeccably with other Decent items like IEX, QR WFM, and so on. It's so much simpler for the dev group to arrange, incorporate and alter the client experience. The screen is smooth and intuitive.

Pros:

A great and powerful arrangement of telephony and organization when it's most needed in the work environment.

Cons:

It would be great to add SMS features or instant messaging in the future because it doesn't have that right now.

Good service, but needs improvements.

Comments: It's good overall, but as mentioned before, it can get better.

Pros:

It's easy to use and navigate. The most important features are there.

Cons:

The software needs a face lift and more features for metrics will be good. Also, improving the services it already has will be nice.

Summary

Comments: I use Active Contacts on the Pre-Built Reports and it is very sloppy not very accurate shows many call that are not there in reality and have to filter the usable information. the biggest thing I would love to see is a exemption to the timer on turning off. We sue the views in a Command Center on a view that when it times out is a pain to get back , have to log back in and go the to views and adjust them, I would love to be able to turn the timer off.

Pros:

Ease of use once you get used to it navigation is fairly easy.

Cons:

Has glitches and slow to respond at time's ,

Terrible Onboarding Experience

Comments: It is expensive and support is not great. If you pay for a dedicated CSM you get a lot of help, but at an extra $800 a month it's hard to justify. The product is fine but the onboarding was the worst I have ever experienced for any tool I have purchased.

Pros:

Up time is good, WFM integration with the basic telephony is nice.

Cons:

The onboarding was done by a third party and it was completely botched. They put us on the wrong instance, had to then move us over to a new instance, but the effects were felt for months. The install process took almost 6 months and we still have issues a year and a half later. When we upgraded a product a year later, they never mentioned that an upgraded softphone would also be necessary, so it delayed onboarding once again. Thankfully they offered to comp us the upgraded softphones after weeks of back and forth. Otherwise the project would've cost significantly more than they originally quoted us.